The OMEGA Center for Loyalty Research (CLR) is the complete solution for applying loyalty management strategy processes to increase customer satisfaction and retention, build customer loyalty and solve customer problems efficiently and effectively.

The CLR advises clients on creating lasting, profitable relationships with their customers and employees through the transformation of their strategies and execution to revolve around the customer experience. Customer Experience Management (CEM) strategies enable companies to create true competitive advantage by moving the strategic focus from product to customer.

Serving customers more effectively requires a clear understanding of customer needs, and how well those needs are being met. The CLR develops customer satisfaction metrics that are used to drive effective management action.  These metrics identify competitive advantages and deficiencies and also prioritize and target opportunities to enhance customer retention.  We use the latest business intelligence software tools to analyze customer survey response data.  Also, statistical analysis is used for root cause analysis.

The CLR continuously measures key accounts to identify situations where customers are relatively secure from competitive threats or particularly vulnerable to losing accounts to the competition. Additionally, the Center monitors customer satisfaction levels for clients and identifies cultural, knowledge and process barriers that could hinder the company from becoming an organization that is customer-focused.

Customer Communities

The Center for Loyalty Research builds, manages, and facilitates online communities that engage consumers in multi-dimensional dialogues, 24/7. The voice of your consumer is virtually hardwired to every aspect of your business, generating critical insights, driving faster development, mitigating risks, and lowering overall marketing expenditures.

The Center for Loyalty Research creates dynamic online communities, enabling groups of geographically dispersed individuals to effectively engage, learn and share knowledge. Delivering superior collaboration, rapid information sharing, and accelerating innovation can mean only one thing to your bottom line.

A community is a private, invitation-only group of consumers, customers or employees who continuously connect in a secure online environment, and engage in a wide range of activities to generate rich market insights.

The voice of the customer is more important that ever. The Center for Loyalty Research helps organizations – big and small – change the way they involve and engage their customers. We build and manage private-labeled online communities, which enable conversation with customers and between customers.

Enabling the voice of the customer and facilitating relationship building among your customer base has a positive impact product development, word-of-mouth marketing, customer loyalty, referrals, customer satisfaction and customer insight. See your company soar when you enable a customer community wherein your customers can learn from one another, share knowledge develop relationships, and strengthen their relationship with you.

Three-way conversations generate unprecedented insights and reveal issues you may have otherwise missed! The Center for Loyalty Research enables not only company-to-customer and customer-to-company interactions, but also the significant aspect of customer-to-customer conversations. The insights these communities produce lead to new product and service ideas, faster and more successful product introductions, superior market awareness, and increased customer loyalty.

Services provided by the Center for Loyalty Research include:

	Loyalty website research (clipping service)		Executive presentations on loyalty management
	Custom client research requests		Win-back strategy consulting
	Calendar of loyalty industry events		Key driver analysis consulting
	Benchmark reports Top 25 NorthFace winners by industry Omega ScoreBoard Benchmark IndexSM		Root cause analysis of customer operations
			Pareto chart
	“Ask the Gurus”		Key account watch
	Loyalty marketing programs  Customer Satisfaction Annual Reports  Case studies  Promotional materials		Semi-annual reviews  Update contact name/title/email/phone/ address  Action AlertsSM
	Exclusive client loyalty webinars (30 mins.)		Competitive vulnerability analysis
	Project management of all services and processes		Access to valuable published industry research

Research data also is consolidated in a centralized database useful for benchmarking studies and other crucial client applications.  We compare customer data with our internal benchmark database, which includes our Top 25 service organizations, NorthFace ScoreBoard recipients and industry-specific data.  Furthermore, we develop marketing and promotional materials such as summary sheets, white papers and case histories, that help clients leverage their loyalty management strategy success.